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James K., Consultant

Category: Microsoft Office

Satisfied Customers: 6596

Experience: Technical Director of IT Company

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My Internet connection crashes every time I try to attach a

Customer Question

My Internet connection crashes every time I try to attach a file to my google email. I haveOffice Home and Student 2010 and many of my word documents appear to have been corrupted, they have turned orange and won't download to an attachment. In addition, when I download from an email the Internet also crashes. I have Windows 7 Home Premium. Please help. Do I need to reload my Office program, or is it windows that is the problem??

James, word starter has now become my Microsoft program and not my office Home and Student 2010 and I don't want ninesms as my home page on Internet Explorer I have never used it. I normally use Google as my home page. Can you please sort these items out.

Customer:replied 1 year ago.

Relist: Inaccurate answer. My Internet Explorer still crashes when I try to attach a word document. My Microsoft Office 2010 does not appear to work after fix, only word starter which came with the computer and finally a different home page opens up, one that I have never used and don't want. I use Google as my home page.

Ok. I'd like to try one more test to determine where the fault lies. Can you install Google Chrome and use that to try sending both the newly created document and an old document? Or do downloads of any files from the internet cause a crash?

Ok, that means that Internet Explorer itself is corrupted. Let me find a fix for you. While I'm searching, you might want to begin re-installing Office 2010. All of your documents will be safe. I'll reply again soon.

Be sure to get the newest version (2.0.1) and use the Download button next to "Direct Download" so you don't have to go to a different site. After it's done downloading you want to run the setup program, then run the program itself. I would recommend going through all 5 steps that are presented. But if you just want to try to fix it first, then skip to Step 4, let it do the registry backup, then move on to Step 5 and start fixes. It will give you a list of fixes with checkboxes, I suggest enabling all of the fixes. Then just let it start. It will take some time to finish but it's well worth it. It has fixed some pretty stubborn problems for me.

When it's done, let it reboot the computer. Then try installing Office 2010 again. Let me know how it goes.

I followed the instructions from Bryan, downloaded tweaking and went through all the steps. The only thing I couldn't do was disable my Norton virus protection. When the computer rebooted I tried installing my Office 2010 again, but got the same fail message after "...wait while setup prepares ...". "Setup has stopped working windows will close program and notify you if a solution is available". I have never received a notification from windows.

IE is still crashing when I try to attach a document. I used Google Chrome and was able to attach a document. Weird. Solomon needs to use this computer now for some school assignments so I will report more after today's use. Previously the system worked for a short while before reverting to crashing all the time in both IE and Google Chrome.

Thanks I will log on early tomorrow morning, I wake up at 4 or 5am our time.

Yes, I went through all 5 items. After the clean up this morning the good news is - Google chrome is still allowing attachments, I just sent an email with an attachment via Chrome. I asked the recipients to let me know if they have trouble with the attachment.

Office Home and Student 2010 has also been re-installed and seems to be working OK.

Ok, very good. Personally, I would probably stick with Google Chrome. It has fewer problems overall than Internet Explorer. But, there is a Repair/Reinstall FAQ for Internet Explorer on the Microsoft website. You can see it here: http://support.microsoft.com/kb/318378

Glad to hear Office is back up and running. :) And that we have a workaround for the IE problem if the fixes don't work. But give the repair faq a shot and let me know how things turn out.

I looked at the IE re-installation sent by Bryan, when I tried to download I was told I already have an updated version of IE10 and the version I was trying to download couldn't. I am not confident of uninstalling and re-installing this program.

Sorry for my silence, have had to do some work. I just need have the Internet Explore fixed as you advised to do above. I am not sure how to go about setting a suitable time to be online given the time difference. It is Thursday 31 Oct @ 2.40pm here at the moment.

Saturday is bad for me again this week. Apologies for last week I had urgent matters suddenly pop up. I can be available on Sunday, depending on where you are you could be up to day behind. The time of my reply above is not correct, it was during the day time. It is 1.37pm or 13.37 on 1 November 2013 here now. Cheers

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